Flights

What are your rights as an air passenger?

This page explains your rights as an air passenger when travelling in the EU, EEA or Switzerland. Below you can find out what to do if your flight is delayed or cancelled or you are denied boarding. Your passenger rights also cover lost, damaged or delayed baggage. On this page you can find out how to claim compensation for a flight or, what happens if your baggage is lost or damaged and the specific rights for people with reduced mobility. You’ll also find information on travel insurance and where to get more help if you need it.

What are your passenger rights when travelling by air in the EU, EEA or Switzerland?

When you travel by air, you have rights under EU law if something goes wrong. These rights apply if:

• You are flying within the EEA (the EU, plus Norway and Iceland) and Switzerland.
• You are flying with an EEA or Swiss airline to a destination outside the EEA and Switzerland.
• You are flying with an EEA or Swiss airline to the EEA or Switzerland from another country

The Irish Aviation Authority (IAA) is responsible for enforcing EU rules on flights in Ireland.

What are your passenger rights if your flight is delayed?

If your flight is substantially delayed, your airline has certain responsibilities to provide care and assistance depending on the distance of the flight and the length of the delay. The responsibilities apply to:

• Flights of 1,500 km or less, where the delay is at least two hours
• Flights of more than 1,500 km within the EEA and Switzerland or other flights between 1,500 and 3,000 km, where the delay is at least three hours
• Flights of more than 3,000 km, where the delay is at least four hours

In these situations, ‘care and assistance’ includes:

• Food and refreshments (appropriate to the length of delay).
• Hotel accommodation if needed.
• Transport to the hotel if needed.
• Two telephone calls and emails

If the airline does not provide this assistance, keep your receipts to claim the money back from the airline.

Can you claim compensation for delayed flights?

You are entitled to compensation if you arrive at your destination at least three hours later than scheduled. The amount of compensation depends on whether the flight is short haul, medium haul or long haul.

More information about how to calculate the length of your flight and the amount of compensation is available on the Irish Aviation Authority website.

What are your rights if your flight is cancelled?

If your flight is cancelled, you can choose to get a refund or take a different flight (re-routing).

Refunds

If you have connecting flights, any refund must cover the full journey, including a return flight to your starting airport if needed. If you accept a refund but need another flight to complete your journey, you can also claim back any extra costs if your new ticket is more expensive.

Taking a different flight

If you accept a different flight (re-routing), you might be entitled to compensation. This depends on when the airline told you about the cancellation (see below for more information). While you wait for your new flight, the airline should give you food, drinks and somewhere to stay if needed.

If you choose a different flight, you can take the next available flight or travel at a later date that suits you. There is no time limit to book another flight but the airline will usually try to book your flight as soon as possible.

If the re-routing is to a different airport in the same city, the airline must pay for your transport to the original airport or another place you agree on.

Can you claim compensation for cancelled flights?

You may be entitled to compensation even if you choose to be re-routed. However, a number of exceptions apply. You won’t get compensation if:

• You were told about the cancellation more than 14 days before your flight.
• The cancellation or change was outside the airline’s control, for example due to bad weather or security issues.

If you were told about a cancellation between 7 and 14 days before your flight, you won’t get compensation if the airline offers you:

• A new flight that departs no more than 2 hours earlier than your original flight.
• A new flight that arrives no more than 4 hours later than your original flight.

If you were told about a cancellation less than 7 days before your flight, you won’t get compensation if the airline offers you:

• A new flight that departs no more than 1 hour earlier than your original flight
• A new flight that arrives no more than 2 hours later than your original flight

If your arrival time on a new flight is delayed by only 2 to 4 hours, any compensation you might have been due may be cut in half. You can find more details about compensation on the Irish Aviation Authority website.

What if you are denied boarding on your flight?

If you are denied boarding because the airline has overbooked the flight, you can choose between a refund, re-routing or rebooking. You are also entitled to compensation. You can read about the compensation rates on the IAA website.

You are not entitled to any remedy if you are denied boarding because:

• You do not have the correct travel documents, such as a passport or visa (if you need one) or travel documents for your pet
• You booked a return flight but didn’t take the outbound flight
• You booked a connecting flight but didn’t take the first flight on your journey

What are your rights if your luggage is damaged, delayed or lost?

When you check in a bag, your airline is responsible if something happens to it. If your hand luggage is damaged, the airline is only liable if it was responsible for the damage.

In the case of delayed baggage, the airline is responsible unless it did everything possible to avoid the delay. Under the Montreal Convention, you can claim compensation for delayed bags. Compensation for delayed bags does often depend on the length of the delay, especially for essential purchases, with airlines reimbursing reasonable expenses for toiletries and clothing during the wait. Longer delays (like over 21 days) may trigger claims for lost luggage. EU rules also offer fixed cash compensation for flight delays over 3 hours based on flight distance, not just bag delay. Keep the baggage tag you were given when you checked in your bag. The airline will need the number on the tag to trace your baggage.

If your bag is still delayed after 21 days, it is considered lost. You can claim compensation for lost bags from your airline.

What should you do if your bag is lost, delayed or damaged?

If your bag has not turned up at the airport when you land, report the problem straight away to your airline in the airport baggage hall and fill in a Property Irregularity Report (PIR). Keep your boarding card and baggage tag number and ask for a copy of the PIR so you have a record that you notified the airline. You may also need to provide receipts for anything you are claiming for.

You will need to submit a claim to the airline within the following timeframes:

• Damaged bag: complain within seven days of getting your bag
• Delayed bag: complain within 21 days of bag being returned
• Lost bags: complain 21 days (and within two years) after bag hasn’t shown up

What are your rights if you have reduced mobility or a disability?

People with a disability or reduced mobility have specific rights when travelling by air. Tour operators, airlines and airport authorities must provide practical help to people with a disability or reduced mobility free of charge. You can avail of assistance for mobility issues in airports in all EU member states and Norway. For more information about travelling with reduced mobility, see the IAA website.

What if you have travel insurance and you have an issue with your flight?

If you are not entitled to compensation from the airline, you may be able to claim for some of your losses if you have travel insurance. Check your policy terms to see what you can claim for.

What can you do if you have an issue with a business while on holiday in the EU?

If you have issues with a business while on holiday in the European Union, you have consumer rights. You can get more information on your consumer rights in the EU from the European Consumer Centre Ireland website.

What if your issue is not covered under European passenger rights?

When you pay for flights, you are entering into a contract with the business and your general consumer rights still apply. You must get what you paid for. For any other disputes check the terms and conditions of your booking carefully to see what they say.

Common flight issues that can arise include disputes over check-in, the size of baggage, fees, charges or add-ons. These issues will usually be covered by the terms and conditions of the airline.

You should check the full terms and conditions before you pay. These are set by the airline and both you and the business are bound by them once you make the booking.

If the airline does not provide the service as agreed, they must resolve it for you. If they can’t resolve the issue, you can look for a reduction in the price or seek to cancel the service for a refund, depending on the circumstances of the issue. Our how to complain to a business section has more information on how to make a complaint about a service.